Creating Fans Not Customers March 2015

What is Metro Bank?

• Britain’s first new High Street bank in over 100 years

• Serving retail and business customers

• 7-Day Store Banking, Online, Mobile & Telephony

• 33 Stores in commuterland London, 41 by end of 2015

2

A Revolution in British Banking

• Totally new with no legacy reputation, regulatory, credit or funding issues

• Based on the Commerce Bank, community retail model The most successful in America

• Completely deposit funded: No wholesale funding

• New state of the art information technology

• Complete commercial bank 50% Consumer 50% Business

• 475,000+ accounts

3

Building a Brand

4

Model + Culture

Value Differentiating

Unique + Execution Fanatical

The Metro Bank Model

• Growth retailers NOT bankers

• Unique deposit driven/retail focus

• Customers will trade lower rates for a better RETAIL EXPERIENCE

• Great businesses create Fans Not Customers

• Growth is essential to success & value

• Become a power retailer

5

The Metro Bank Culture

• Create a culture to match your model

• Culture must be very clear & pervasive “Buy in or opt out”

• Hire for attitude, train for skills

• Over-train

• Over-reinforce

• Make everyone an owner

6

By 2020 we will have:

• Over 1million Customers • Served by 5,000 colleagues • In 200 Stores

To do this we must create FANS by Surprising and Delighting every Customer by: • thinking like retailers whilst being the most

professional bankers • working as one team, every Customer matters • building the bank one Store at a time

We therefore have to be AMAZE(ING) every second of every day

VISION VALUES

WAYS TO AMAZE:

Attend to every detail Make every wrong right Ask if you are not sure – Bump It Up! Zest is contagious – Share It! Exceed expectations

Inspire Colleagues to create FANS Nurture Colleagues so they grow Game change because this is a revolution

“AMAZE(ING)!”

7

Metro Bank is very clear about where we are going and how we get there….

Magic Shops Net Promoter Score

LISTEN: We listen to the “Voice of the Customer” so we understand where we do well and where we need to be better…

Score Place 1st Place

Overall 92.0 2nd Lush

87.6 86.0

87.3

91.7 89.7

91.3 92.0 91.3

94.1

80.0

85.0

90.0

95.0

100.0

Performance Target (90)

64 78

0

20

40

60

80

100

Complaints per ‘000 accounts

H2 2013 H1 2014 H2 2014

Virgin Money* 0.4 0.5 0.4

1.8 1.5 0.8

Sainsbury’s Bank 0.7 0.93 1.0

Nationwide 1 1 1.2

Tesco Bank 1.5 1.7 1.7

Lloyds 1.1 1.6 2.1

Co-Op Bank 4 2 2.2

Barclays 1.9 2.2 2.8

HSBC 2.4 2.7 2.8

Santander 3.7 3.1 2.8

RBS 3 3 3.0

Virgin Money does not offer a current account at present.

LISTEN: We listen to the “Voice of our Colleagues” so we understand

where we do well and where we need to be better…

9

The questions we asked:

% agreed

2013

% agreed

2014

I understand how my business unit contributes… 96 96 My Manager helps me & role models AMAZE(ING) behaviours NEW 88 My AMAZE(ING) Reviews help me… 82 84 Metro Bank communicates effectively with colleagues 79 80 Ongoing training is effective and helps me carry out my role 73 76 There are opportunities for promotion at Metro Bank 83 87 I am encouraged to “bump issues up” 95 94 Metro Bank recognises and rewards a job well done 71 73 Metro Bank is set up to surprise and delight 78 78 Pay is fair and appropriate 67 69 I would recommend Metro Bank’s products and services 95 94 Metro Bank is a good place to work 94 95 I would recommend Metro Bank as an employer 87 88

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10

Metro Bank doubles lending as it focuses on business clients

Financial Times 22.01.15

Metro Bank’s growth confirms its status as top ‘challenger’ bank

The Guardian 21.01.15

I Was So Impressed With This New British Bank…I Opened An Account

Business Insider 29.11.14

Which banks offer the best service? The top overall score went to Metro Bank with

93% Sunday Times 02.11.14

PLAUDITS: We continue to receive massively positive awards and recognition…

‘BEST CURRENT ACCOUNT

FOR BRANCH SERVICE ’ ‘HIGHLY COMMENDED FOR

CALL CENTRE SERVICE ’

‘BEST SAVINGS PROVIDER

FOR EXISTING CUSTOMERS’

‘LEARNING TEAM OF THE YEAR’

THE LEARNING AWARDS 2015

(Shortlisted)

‘FINANCIAL PROVIDER

OF THE YEAR’

‘BEST FOR

CUSTOMER SERVICE’

‘TECHNOLOGY INNOVATION

ENTERPRISE AWARD’

‘BEST OVERALL

CURRENT ACCOUNT’

By 2020 we will have:

• Over 1million Customers • Served by 5,000 colleagues • In 200 Stores

To do this we must create FANS by Surprising and Delighting every Customer by: • thinking like retailers whilst being the most

professional bankers • working as one team, every Customer matters • building the bank one Store at a time

We therefore have to be AMAZE(ING) every second of every day

VISION VALUES

WAYS TO AMAZE:

Attend to every detail Make every wrong right Ask if you are not sure – Bump It Up! Zest is contagious – Share It! Exceed expectations

Inspire Colleagues to create FANS Nurture Colleagues so they grow Game change because this is a revolution

“AMAZE(ING)!”

11

REMEMBER: Metro Bank is very clear about where we are going and how we get there….

QUESTIONS…